When the flagship Wendy’s restaurant at 4555 W. Dublin-Granville Rd. was built, coordinators had a list of considerations, but at the top of that list was the customer.
Through interviews and surveys, they sought a formula balancing functionality and comfort to serve as a model for future franchises and for remodels of existing ones.
“We spent thousands of hours listening to consumers tell us about what appeals to them,” says Denny Lynch, senior vice president at Wendy’s. “We didn’t just ask questions; when they gave us answers, we looked further. What are the compelling reasons to come to a particular restaurant? Based on that, we created our evolution.”
The new design includes digital menu boards, flat-screen TVs, expansive glass, raised ceilings and a variety of seating arrangements.
“It’s a more contemporary and modern feel,” Lynch says. “Sometimes people want to eat alone or with a group. We have seating at the Wi-Fi bar, wrap-around booths, a private area and an outdoor patio. People like the idea of options.”
The restaurant opened mid-December and has already been a hit with both consumers and employees. Changes to the kitchen have made tasks easier for those behind the counter and more secure for those on the other side.
“There’s more room and the crew is happier in this environment,” Lynch says. “Customers order food at one station and pick it up at another. They can see their food being prepared while they wait. Consumers told us that this depicted higher quality.”
New additions to cooking equipment include a self-cleaning oven, so bacon can be cooked in-house, and changes to the fry stations make a more consistent, familiar and evenly-salted product.
Choosing the location as the flagship store was easy; it’s close to the headquarters and next to the Shoppes at River Ridge, Lynch says.
“The city of Dublin sees this as a showcase and we’ll hopefully drive more business around here,” he says. “We’ve been in Dublin since 1977. We’re proud to be a part of this community.”
Unique to the flagship restaurant is the community room. A museum-like space available for dining, it showcases the history of the Columbus-born eatery, including displays featuring its famous “Where’s the Beef?” advertising campaign, early sketches of the logo featuring the Wendy character and a tribute to founder Dave Thomas.
“The room is filled with memorabilia, not just from Wendy’s history, but from Dublin as well,” Lynch says. “There’s a visual timeline of what happened from when we opened in 1969 to what’s going on now.”
There is an original-style table and chairs for “authentic and vintage feel.” The table has classic newspaper print and sits right under a sign reading “1969,” denoting the year the first Wendy’s opened at 257 E. Broad St. in downtown Columbus. Hanging in the window is a menu board from the original location.
“We even have some of the beads that were once used as dividers between tables,” Lynch says. “It’s a reflection of how it all began.”
Perhaps the most eye-catching element is the life-size, bronze statue of Thomas outside.
“The facial features, hair and other details were scrutinized until it was perfect,” Lynch says. “He’s wearing his wedding ring and a replica of his watch. His family lives here; they know what their dad looks like.”
Thomas became a fast food icon during his lifetime, so his face is recognizable to those using the drive-thru. It’s not uncommon to see people snapping a picture with the friendly founder, Lynch says.
“It’s a fun time – taking a selfie with Dave,” he says.
Stephan Reed is an editorial associate. Feedback welcome at laurand@cityscenemediagroup.com.
